User Reviews Overview
About TOPdesk
Making service happen with TOPdesk TOPdesk is an IT service management (ITSM) platform designed to help busy service teams at midsized businesses (250-5000 employees) regain control of their work and make service happen. ...
Learn moreAll TOPdesk Reviews Apply filters
Browse TOPdesk Reviews
All TOPdesk Reviews Apply filters
- Industry: Primary/Secondary Education
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
Topdesk experience in education
Great product! Easy to use. Can be expensive when using many operators.
Pros
Flexibilty and ease of use for endusers.
Cons
Sometimes to much flexibility and thus complex to manage.
Response from TOPdesk
Hi Jeroen,
Thanks for sharing your thoughts with us! It’s great to hear that you appreciate our ease of use and flexibility. We understand that too much flexibility can sometimes add complexity, and we're continuously working on ways to simplify our tool.
Best, Team TOPdesk
- Industry: Education Management
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
Best ITSM available
Pros
TOPdesk is very easy to implement. It can come with a best practice set-up if you like. The consultants I worked with were great but with a bit of learning you can do a lot of things yourself aswell. Compared to some competititors (ServiceNow for example) it doesn't feel like they try to bleed you dry with consultancy hours.
Also the asset management module is awesome, fully customizable and API based. And although the actions and action sequences are a bit harder to learn, once you master them the options for automating are endless.
Cons
No cons yet. Although the reports can be a bit meh, but you can connect to PowerBI or something similar through the OData feed.
Reasons for Choosing TOPdesk
ServiceNow is very hard to set up, need (expensive) consultancy for a lot of things and you need to know every process in detail. TOPdesk is far more flexible and easy to implement.Switched From
ServiceNowReasons for Switching to TOPdesk
Planon sucks at IT. It's a bit better than TOPdesk on facilities but overall it's just less interesting. Freshdesk lacks basic functionality, they integrate well but I like having everything in one tool.Response from TOPdesk
Hello David, thanks for your detailed review! We're thrilled to hear you find TOPdesk easy to implement and appreciate the asset management module and automation possibilities. We also value your feedback on our reporting capabilities and we're continuously working on improvements. It's great to know that you chose TOPdesk over other alternatives for its flexibility and ease of implementation. Your support means a lot to us!
Best, Team TOPdesk
- Industry: Facilities Services
- Company size: 201–500 Employees
- Used Daily for 6-12 months
-
Review Source
Topdesk review
Overall I am very satisfied with the use of Topdesk. There is also internally satisfaction, and even more departements ate being connected.
Pros
Creating and following requests works great. Also the self service portal is very useful in the organisation to submit a request to the correct departement.
Cons
Configurating the Self Service Portal could be more flexible. For example field becoming visible on other fields and the formatting of fields.
Response from TOPdesk
Hi Ron, thank you for your review! We're glad to hear that TOPdesk is beneficial for your organization and that the self-service portal is proving useful. We appreciate your feedback on making the portal more flexible - we're always looking for ways to improve. Thanks again for your input, and we look forward to continuing to serve your needs. Best, Team TOPdesk.
Top TOPdesk Alternatives
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 6-12 months
-
Review Source
TOPdesk: An Extensive ITSM Tool
Pros
Configurability
Customizability
Support of TOPdesk
Cons
No option to give users/clients a way to create their own account to access the SSP
Alternatives Considered
JIRA Service ManagementReasons for Choosing TOPdesk
To standardise optimise and automate, while ensuring scalability and ISMS/ISO27001 conformity regarding Change Management and reporting on thatSwitched From
Zendesk SuiteReasons for Switching to TOPdesk
Most integration and workflow options compared to the others. Overall best price valueResponse from TOPdesk
Hey Wijnand, we appreciate your review! Good to hear you're enjoying TOPdesk's adaptability and our support.
Your feedback about user/client account creation is noted. It's really helpful as we strive to improve.
Best, Team TOPdesk.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
TOPdesk as ITSM tool
Pros
Look and feel, easy to use. Team cooperation
Cons
Some features cannot be customized (saas)
Response from TOPdesk
Hi Sven, it's great to hear you find TOPdesk user-friendly and helpful for team cooperation. Your feedback on features' customizability is appreciated as we're always aiming to improve. We're glad that TOPdesk's ease of administration, product knowledge, and cost reduction led you to switch. Thanks for your input! Best, Team TOPdesk.
- Industry: Recreational Facilities & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Great value for money!
Pros
Ease of use for end users, process automation and API tooling. Very short lines of communication with TOPdesk support and account managers
Cons
The backend is not quite as intuitive and lacks a few modern features, but improvements are already on the roadmap
Alternatives Considered
JIRA Service ManagementSwitched From
ServiceNowResponse from TOPdesk
Hi Martijn, thanks for the positive review! It's great to hear that you're happy about TOPdesk and find it easy for end-users. We're glad our support team is meeting your expectations too.
Your comment about the backend has been noted. We're all about making things better, so your input really matters.
Best, Team TOPdesk.
- Industry: Government Relations
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
Topdesk user review
The people are nice and professional.
Pros
Implementation and amendment in the way you (and your organisation) you like
Cons
The windows are changing, so you cannot use your printscreens anymore
Alternatives Considered
PlanonReasons for Switching to TOPdesk
Costs, posibilities and implementationResponse from TOPdesk
Hey A. V.
Thanks for your review - we’re happy to hear that you enjoy our easy implementation and flexibility! We appreciate your feedback about not being able to printscreen. We’re always aiming for improvement, so this kind of feedback is helpful for us to see where we can focus our efforts.
Best, Team TOPdesk
- Industry: Public Policy
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
Good supplier
It's a very good supplier and they have short lines.
Pros
It's a very stable application and there's a good ondersteuning
Cons
Some of the modules are not very userfriendly
Response from TOPdesk
Hi Marly,
Thanks for sharing your feedback with us! It's great to hear that you appreciate our support colleagues. We’re sorry to hear that not all modules are as user-friendly as you’d like. We’re here to help if you need us, and this kind of feedback is always handy for us so we can continue to improve.
Best, Team TOPdesk
- Industry: Government Administration
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Best work ever did
Nover done this kind of nice work in my life and I did a lot in ICT functions.
But daily working with Topdesk is the most great work I ever did. In all parts.
Pros
The way topdesk can let you organize all processes and flows and forms. all issues can be adressed and disturbance is unknown.
Cons
In the flow developping is no visual sign appearing when 2 people are working together in the same flow.
Response from TOPdesk
Wow Peter, thank you very much for the amazing compliment. Great to read you are so satisfied with TOPdesk.
Best, Team TOPdesk
- Industry: Retail
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
Customisable incident management
Pros
Very customisable to suit any purpose so we can create many branching categories for escalation and redirecting requests
Cons
Can be a little un wieldy if you have many different categories for end users to find what they need
Response from TOPdesk
Hey Fran,
Thank you for sharing your feedback! It's nice to hear that you appreciate TOPdesk’s customisation capabilities. We're sorry to hear about the difficulty your end users have in finding what they need. We appreciate your input as it helps us identify areas for improvement.
Best, Team TOPdesk
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
My opinion about topdesk
Pros
How fine and easy topdesk works IT related
Cons
I don't know for now it works perfect for me
Response from TOPdesk
Hey Randy,
Thank you for the review! We're thrilled to hear that you're finding TOPdesk easy to use for your IT needs. It's music to our ears that it's working perfectly for you right now. We're here if you ever need any help.
Best, Team TOPdesk.
- Industry: Government Relations
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
Great support
TOPdesk is an user friendy application. Continuously innovative
Pros
The consultants has a lot of knowlodge. They response quick on the quistions we have.
Cons
We have no issues with TOPdesk.TOPdesk is a good product
Response from TOPdesk
Hello Johan, we're really glad to hear that you're pleased with the knowledge and responsiveness of our consultants. It's wonderful to know you're finding TOPdesk a good product. Your comments about the user-friendliness and continuous innovation of TOPdesk are really appreciated.
Best, Team TOPdesk
- Industry: Accounting
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Easy to manage
So easy to use and maintain. Also if you contact the TOPdesk service desk there is a very quick response.
Pros
It is easy to make your own environement.
Cons
Nothing really! We are very happy with the use of the modules we use.
Response from TOPdesk
Hi Rene. It's great to hear you're so happy with TOPdesk. Thanks for sharing!
Best, Team TOPdesk
- Industry: Government Administration
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
-
Review Source
Not so good experience with the product
Very bad experience from day one when it had to be integrated and subsequent bad experience with the support. Have given up contacting them.
Pros
That we should not have a server standing with ourselves
Cons
Don't feel there is any support whatsoever for the product. You have to constantly update your browser or close and open your browser as it times out all the time. It is difficult to set up the system the way you would like it to. Not easy to find your way around the system.
Response from TOPdesk
Hello,
Thank you for sharing your experience. We're truly saddened to hear about the difficulties you've encountered with our product. Your feedback is valuable, and we're working to improve support and system usability. We would like to get in contact to address your concerns and find a solution. Your input will help us enhance our services moving forward.
Kind regards,
Team TOPdesk
- Industry: Food Production
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Review Gert Ruiters
Maintenance contracts entered in TOPdesk now run automatically.
visitors are properly registered with the visitors registration module.
No phone calls anymore, tickets are created by the customers direcly.
Pros
Many modules which means that Topdesk can be widely used in the company
Cons
in asset management, for example, there are still some points that could be improved, but Topdesk is busy with this, I'll keep an eye on the roadmap.
API connection with other systems is not yet possible for all modules.
Response from TOPdesk
Hi Gert,
Thank your for making some time to review our product and services. We really appreciate it. We will always improve our product and we are happy to hear that you know where to find the updates.
If you have any suggestions or questions feel free to contact us.
Always happy to help.
- Industry: Pharmaceuticals
- Company size: 201–500 Employees
- Used Daily for 1+ year
-
Review Source
Top Marks
I was looking for a Helpdesk tool for my small, but growing company, branching across multi-sites and countries and found a SaaS solution that I quickly realised will allow me to grow the system / teams and complexity as I need it to.
You can start with a really simple set-up but its complexity can grow to fit any company. This allows me to make changes as we grow without having to upgrade to other systems.
TOPdesk is modular which means you can start with some of the modules and then add them as your needs grow. It’s just a cost option and you’re ready to go.
When you purchase a product you want to be able to configure the system as your needs change and grow, with the training team on site to help your initial setup you go through some in-depth training allowing you to become the master of your system, with all the skills needed to make the changes yourself to the way you want it after the training team have left, no additional costs every time you need a change made.
TOPdesk support is second to none with timely solutions to your problems with most problems being resolved with first time fixes while on the phone.
Would I recommend TOPdesk to other companies? Yes without a doubt and if I was to move to another company who needed a helpdesk system the first team to call would be the TOPdesk team.
Pros
Topdesk can be as simple or as complex as you want / need it to be. It's ideal for small companies to large organisations, it will take it all in it's stride.
Cons
I still find the idea of having to use third party software for complex reports. The reporting side is not its strong point.
Response from TOPdesk
Wow, thank you Martin for your top marks. We appreciate the feedback and compliments!
- Industry: Packaging & Containers
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
Let the great team of TOPdesk help make your life easier
Pros
It's very easy to tweak the software to make it work in line with your current processes. It helps shape them so everyone can easily follow guidance and procedures.
We currently use Incident, Problem, Change and Operations Management successfully and are very excited about continuing to improve our processes with such a knowledgeable partner at our side. Our audit rating and maturity levels continue to get better and better as a consequence as well.
Cons
Of course there are times that we'd like to do something that the software isn't quite capable of doing yet, but the labs team is constantly looking at new trends and often there is already something in development. If that is not the case the consultants are great in helping us develop workarounds.
Response from TOPdesk
Hi Stephanie, thank you so much for your review. Great to have such great experiences from a long time customer.
- Industry: Higher Education
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Success with self-service
TOPdesk are an excellent company to work with, very responsive and helpful. You are made to feel like part of the wider team. We feel we get excellent value for money with this product.
Pros
It's so easy to customise and configure. Using this product we have developed a self-service portal showcasing multiple services from various departments, not just IT services. TOPdesk has made it possible to streamline our service provision, and automate some of the call management. Our self-service portal is regularly achieving over 75% entry.
Cons
It's difficult to find something I don't like but maybe I would like to have more text formatting tools.
Response from TOPdesk
Sorry for being slow on this particular response.. Fortunately you've experienced that in other direct channels we are quite fast. Thank you Caroline for being part of this great team and sharing your experience! Over 75% entry, that's amazing work. Well done!
- Industry: Logistics & Supply Chain
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
TopDesk review
Pros
Easy to use and gets you a clear overview over support cases.
Cons
Some missing features, such as being able to easily assign several cases to a specific supporter/agent at once.
Response from TOPdesk
Hello Frederik,
Thank you for your review!
If you have any more questions feel free to contact us.
- Industry: Construction
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
Basic work easy, reporting a little difficult
Pros
The creation of tickets and the overal feel of topdesk isn't too difficult. Also the automatic importing of mails is a nice feature
Cons
reporting is a bit difficult at times and you don't always know what categories to include
Response from TOPdesk
Hello John,
We value your review! Glad you find ticketing easy. We're addressing reporting concerns to improve further. Your input matters!
Kind regards,
Team TOPdesk
- Used Daily for 2+ years
-
Review Source
Moving from a locally hosted version to SaaS was the best decision we made.
Pros
TOPdesk provides a simple tool for Service Management provided your organisation has good processes in place ... or even some processes!!
For Operators it is easy to use and the KB is excellent. For end users the SSP is superb, delivering an intranet style webspace whilst easing the role of Service Desk Operators.
Cons
HTML in emails!! Pleased to say that this is something that TOPdesk appear to be addressing. The lack of customisation for operators is frustrating
Response from TOPdesk
Thank you very much for sharing your experience and feedback Andrew! We really appreciate it.
- Industry: Chemicals
- Company size: 5,001–10,000 Employees
- Used Monthly for 1+ year
-
Review Source
Good basic IT ticketing system
It is probably best suited for smaller companies without a need to advanced routing. TOPdesk looks to be continuing to develop more modules. It would be helpful to see more focus on optimizing the core application, including a mobile app to make it even easier for employees to log trouble tickets when they need to.
Pros
The ticketing application was relatively quick to set up and deploy. It is easy to use by employees. It allowed employees to log trouble tickets via a button on our intranet rather than needing to remember a different application to visit.
Cons
The application is not flexible in terms of setting up workflows. There is a change management feature that seems underdeveloped and did not prove value-added to deploy.
Response from TOPdesk
Hello Sandy,
Thank you for your honest review. We really appreciate feedback from our customers.
We will keep developing TOPdesk and hope that we can fulfill all your needs in the future.
If you have any questions feel free to contact us.
Kind regards,
TOPdesk
- Industry: Higher Education
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
Easy call management!
Helping users 'self-solve'.
Tracking incidents and requests.
Managing estates / assets.
Pros
Simple and clear call management.
Flexible and highly customisable asset management and SSP.
Cons
Some settings are buried deep within the menu structures - can make it tricky to locate the one you need.
Response from TOPdesk
Thank you Rory!
- Industry: Education Management
- Company size: 1,001–5,000 Employees
- Used Daily for 1-5 months
-
Review Source
An excellent FM package
Excellent, we've been incredibly well supported with many in-person days of training and trouble-shooting. The various modules have been introduced naturally and this has been an exceptionally valuable tool to record both day-to-day incidents as well as PPM tasks.
Pros
One of the most exciting and innovative products that I reviewed and now regularly use across over 16 site and many staff. Software is simple to use on the surface but hides a raft of features that are easy to enable and powerful for reporting purposes.
Cons
The lack of support for the 24 hours calendar.
Response from TOPdesk
Thank you James for sharing your FM experience. Great to read it's being used over so many sites and staff.
- Industry: Education Management
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
-
Review Source
Great ITILbased software
Pros
Scalable professional software that is highly intuitive
Cons
Nothing, it is one of the best software suites I know in this branche
Response from TOPdesk
Thank you Erik! What a great compliment.
